Woolworths has confirmed a glitch with its payments provider has caused thousands of its customers to be charged twice for purchases they made back in March this year. Earlier this month, Woolies suddenly cancelled its online customers’ orders without notice.
Yesterday outraged Woolworths customers took to social media to voice their frustration over issues of money taken out of their accounts twice. The issue has affected both online and in-store purchases.
The issue comes just weeks after the supermarket giant apologised over another major glitch that left thousands of online shoppers around Australia without food and groceries for two days because their online orders were suddenly cancelled without notice.
“Today I have been double billed by Woolworths for transactions from the 11th of March,” Leanne Stewart wrote in on Wooloworths’ Facebook page recently. “Woolworths have stolen almost $300 and I want my money back.”
“How safe are our cards with you that you can re-access them months later?” another customer, Kylie Wylie, wrote.
“What’s going on Woolworths? Checked my ING direct account it looks like you have deducted again $135.59 Woolworths and $94.00 Big W today which you have already debited and taken back on the 12th of March? So not cool Woolies!’’ wrote another customer, Lea Baldoria.
It is understood that the error in double payment originated from Woolworths’ payment processor, Cuscal.
“We have received confirmation from Cuscal, a payment processor servicing financial institutions, that due to a processing error at their data centre a limited number of Woolworths customers may have received incorrect transactions on accounts processed by Cuscal,” said a Woolworths spokeswoman.
“Cuscal have confirmed they will rectify any payment errors as soon as possible and they have also confirmed that no impacted customer will incur incorrect charges related to the incident.”
A Cuscal spokesperson has expressed apology for the issues, saying the company would be working overnight to have the errors resolved by today.
“We apologise for the stress and inconvenience this is causing people. No customers will be out of pocket… People should wait for the charges to be reversed or talk to their financial institution with any immediate financial problems.”
Woolworths has advised customers to check their bank accounts to ensure that reversal of funds go ahead.
Last month Woolworths blamed a major delivery system outage for the bungle that saw its customers’ online orders suddenly cancelled without notice, but marketing analysts have advised that errors like that that undermine consumer confidence will damage its brand, when Woolies can least afford it.